IT Support Center Specialist - Support Desk Level I

Description

Are you ready to embrace your inner Star Wars or Star Trek hero? Restech, the intergalactic leader in technology solutions, is seeking a Support Desk Tier I Technician. Join us on an exciting mission, where you can be a Jedi, Clone, Alliance member, or even a Rebel. Use your technical prowess to provide Tier I support to our esteemed clients and protect their networks from the dark side.

Responsibilities:

• Answer incoming customer support calls and follow them to completion like a Jedi mastering their lightsaber techniques.
• Harness your technical skills to provide Tier I support, delivering solutions faster than the Millennium Falcon makes the Kessel Run.
• Create valuable documentation and support materials, just like the Jedi archives or Starfleet's database.
• Proactively manage issues and problems, anticipating them like a Vulcan mind meld.
• Communicate fluently in both R2D2 (engineer) and C3PO (mostly human) languages, ensuring effective troubleshooting conversations across the galaxy.
• Master the art of juggling various issues simultaneously. One moment you're resolving an Outlook problem, and the next, you're saving a failed server, all while relishing the diversity of your work.
• Embrace a security-minded mindset in every aspect of your job, guarding our clients' systems as diligently as the Rebel Alliance protects their secret base.
• Prepare to embark on after-hours on-call support missions, ready to travel to client sites like the USS Enterprise exploring uncharted territories.

Hard Skills:

• Provide expert Tier I desktop and application support in both on-prem and hosted environments, like a starship engineer maintaining the ship's vital systems.
• Master the installation, operation, maintenance, and repair of operating systems, networks, and programs across computers, tablets, cell phones, and servers, as if you were Geordi La Forge troubleshooting the Enterprise's systems.
• Possess familiarity with Windows Desktop and Mac operating systems, embracing the diversity of technology like the United Federation of Planets.
• Command knowledge of Office 365 and Gsuite, ensuring smooth productivity across the stars.
• Implement multi-factor authentication and serve as the first line of defense in securing our clients' systems, like a Mandalorian protecting valuable assets.
• Technicians must display the following:
• Unleash your high energy and be a stellar team player, like Han Solo and Chewbacca piloting the Millennium Falcon.
• Exude confidence both over the phone and in-person, just like Captain Kirk commands the bridge of the Enterprise.
• Follow directions diligently while also having the ability to lead when necessary, embodying the wisdom of Yoda and the courage of Captain Picard.
• Possess a keen eye for detail, a sense of urgency, and a commitment to delivering results faster than a warp-speed journey.
• Thrive in an independent work environment, handling multiple tasks, prioritizing effectively, and meeting deadlines like a captain managing their crew.
• Excel in communication, both verbal and written, and possess exceptional problem-solving skills that rival Spock's logical mind.
• Provide outstanding customer service to our clients, making them feel as cherished as the Force itself.
• Display a willingness to learn and adapt to new technologies, embracing the ever-evolving world of IT.

Must have:

• 1-3 years of experience in a help desk environment, because even Jedi Masters once started as Padawans.
• A valid driver's license with current car insurance, as you may need to travel across star systems to assist our clients.
• Pluses:
• Previous experience in an MSP (Managed Service Provider) environment, akin to serving on the USS Voyager navigating the Delta Quadrant.
• Familiarity with ConnectWise products, like having your very own holodeck

If you have what it takes then please apply and join our team of intergalactic heroes! 

Requirements

1. Basic Networking:
   • Understanding of networking fundamentals (TCP/IP, DNS, DHCP).
   • Basic troubleshooting of network connectivity issues.
2. Desktop and End-User Support:
   • Proficiency in troubleshooting Windows and macOS operating systems.
   • Experience with hardware troubleshooting and repair (desktops, laptops, peripherals).
3. Software Support:
   • Familiarity with common software applications (Microsoft Office, web browsers, email clients).
   • Basic troubleshooting of software issues.
4. Account Management:
   • Experience with user account management (password resets, account lockouts) in Active Directory or similar systems.
5. Remote Support:
   • Proficiency with remote support tools (e.g., TeamViewer, LogMeIn, ConnectWise Control).
   • Ability to assist users remotely with technical issues.
6. Basic Security Awareness:
   • Understanding of basic cybersecurity principles.
   • Familiarity with antivirus software and basic security practices.
7. Printer and Peripheral Support:
   • Experience with setting up and troubleshooting printers and other peripherals.
8. Mobile Device Support:
   • Basic knowledge of mobile device configuration and troubleshooting (iOS, Android).
9. Documentation:
   • Ability to document incidents, solutions, and procedures clearly and accurately.
10. Customer Service:
    • Strong communication and interpersonal skills.
    • Ability to explain technical issues to non-technical users.
11. Time Management:
    • Ability to prioritize and manage multiple tasks efficiently.
12. Willingness      to Learn:
    • Openness to continuous learning and professional development.
    • Ability to adapt to new technologies and tools.